If you want to make a positive impact in the lives of Oklahomans, join us at the Center for Public Management (CPM) because that is what we do daily. CPM is a department within the College of Continuing Education at the University of Oklahoma. We provide public sector agencies, staff, service providers, clients and community partners training, research and consultant support for professional and programmatic development. We deliver cost-effective, customer-oriented solutions that are tailored to meet unique needs and situations.

The Workload Coordinator is responsible for monitoring real-time and near-real-time workload production to ensure intake, processing, and quality demands are met in a high-volume environment. The position analyzes trends, anticipates risk, and provides timely recommendations to redirect resources or escalate issues to leadership. The role works closely with managers and supervisors to support operational decision-making and maintain service continuity.

Duties include but are not limited to:

• Monitors workload production and capacity to identify emerging risk, backlog growth, or service impacts and communicates findings to appropriate personnel.
• Supports prioritization, redirection of work, and escalation by providing timely data, analysis, and recommendations to supervisors and management
• Maintains office files that may be of a confidential nature including personnel information. (i.e., workforce data, production reports, staffing plans and workload tracking files)
• Receives incoming calls for office personnel and refers calls to appropriate personnel.  (i.e., coordinating communication related to workload issues, staffing adjustments, production concerns, or time-sensitive operational matters)
• Records messages or responds to caller with routine information.  (i.e., providing standard updates on workload status, reporting timelines, or directing inquiries to the appropriate operational lead)
• Serves as a contact person for employees or the outside public. (i.e., acting as a point of contact for supervisors, managers, or partner teams regarding production status, capacity issues, or operational coordination)
• Performs statistical, business research, and routine computations that require knowledge of mathematics.  (i.e., analyzing workload volume, backlog aging, processing rates, staffing capacity, and trend data to support operational decision-making)
• Distributes various forms of information to office personnel. (i.e., sharing workload reports, dashboards, alerts, escalation summaries, and operational updates with supervisors and leadership)
• Assesses office procedures and makes necessary changes in order to improve office functioning.  (i.e., reviewing workload monitoring procedures, reporting workflows, escalation protocols, or coordination practices to improve efficiency and responsiveness)
• Plans, coordinates, and expedites special activities or projects that require specialized training or creative thought. (i.e., supporting workload rebalancing initiatives, production improvement efforts, data tracking enhancements, or time-sensitive operational projects)
• Coordination and monitoring of timekeeping and training staff in workload related systems and processes
• Performs related duties as assigned to successfully fulfill the function of the position.

Required Education: High School Diploma or GED, AND:

• 12 months office, clerical, or administrative experience.

Skills:

• Advanced knowledge of office procedures
• Office management and customer service skills
• Advanced knowledge of Microsoft Office Suite (Outlook, Excel, and Word)
• Excellent interpersonal skills
• Ability to work independently and as a team player
• Ability to complete tasks in an efficient and timely manner
• Must be detail oriented for accuracy of data and information
• Ability to multitask, be organized, and self-motivated
• Ability to work in stressful situations and meet deadlines in a timely manner
• Ability to communicate verbally and in writing
• Ability to speak, read and write clear, concise English

Certifications: None

Working Conditions:

• Physical:
  • Sit for prolonged periods.
  • Communicate effectively and listens.
  • Engages in repetitive motion.
  • Stand, reach, stoop, bend.
• Environment:
  • Standard office environment.

Departmental Preferences:

• Ability to interpret and synthesize real-time and near-real-time data to anticipate workload risk, inform prioritization decisions, and trigger timely escalation or redirection of resources.
• Working knowledge of end-to-end production flows, including intake, processing, quality review, rework, and downstream impacts.
• Advanced capability in workload monitoring, prioritization, and capacity planning, including backlog aging, volume forecasting, and threshold-based alerting.
• Prior experience in Workforce Management, Operations, or Performance Analytics, with exposure to contact-center or human-services environments strongly preferred.

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Why You Belong at the University of Oklahoma: The University of Oklahoma values our community's unique talents, perspectives, and experiences. At OU, we aspire to harness our innovation, creativity, and collaboration for the advancement of people everywhere. You Belong Here!

Equal Employment Opportunity Statement: The University, in compliance with all applicable federal and state laws and regulations, does not discriminate on the basis of race, color, national origin, sex, sexual orientation, marital status, genetic information, gender identity/expression (consistent with applicable law), age (40 or older), religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes but is not limited to admissions, employment, housing, financial aid, and educational services.